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   Current UPMC employees must apply in HR Direct

Team Lead, Leave Management

Description

The Team Lead, Leave Management is responsible for workflow of five or more leave professionals. The Team Lead will provide support and assistance to administer absence management programs, with an emphasis on delivering an exceptional customer experience to leave clients. Team lead will seek performance improvements and ensure compliance through periodic quality review audits and metric review. Team lead will be a subject matter expert and resource for employees, supporting absence management programs and support to new employees during onboarding. Team lead works directly with supervisor to manage daily operations within the department and meet all departmental goal and objectives. Position maintains a high level of interaction with internal departments to develop an integrated absence management program.

Additionally, Team Lead should be able to fulfill all the major duties of a Leave Specialist

Responsibilities:

  • Support staff performance indicators through feedback, recommendations and development of action plans to meet customer service standards.
  • Provide backup and team support during supervisor?s absence.
  • Assist in the generation of client on demand reports such as open case lists and reports of employee usage.
  • Participate and develop on demand client trainings to facilitate ongoing understanding and knowledge of the regulations and client specific policies.
  • Assist in the development/enhancement of policies and procedures. Monitor and refine workflows to facilitate communication and teamwork between departments.
  • Provide mentoring support to peers when dealing with challenging leave issues such as extended time away from work, complex medical diagnoses and recertification issues.
  • Team Lead supports leadership and administration of all leave requests to ensure quality customer service for all Work Partners' clients, while maintaining a working caseload, in coordination with customer policy.
  • Monitor case assignments, overdue tasks and other key performance metrics. Identify outliers and develop plans to address performance gaps.
  • Assist in the resolution of difficult leave requests; provide subject matter expertise on federal regulations and accept escalated calls from team members.
  • Maintain reporting to identify root cause of potential or existing performance problems.
  • Maintain a positive work environment through employee recognition and interaction.
  • Participate in interviewing, hiring and training of new team members.
  • Assists in the identification of recommendations to positively impact the efficiency and quality of service delivery.
  • Ensure program compliance through periodic quality review audits.
  • Assist with the counseling process as requested.
  • Support Supervisor in the analysis of absence patterns and issues to be reviewed with clients. Provide recommendations to address opportunities.
  • Participate in team meetings and provide information to team members in a timely manner.

 

Qualifications

  • Bachelor's degree (concentration in HR or business preferred) or equivalent experience required.
  • Three (3) years demonstrated success in leave management administration
  • Or One (1) year of internal Work Partners Leave Specialist experience required.
  • Demonstrated leadership experience required.
  • Strong PC skills are required (including spreadsheet applications, word processing, and other professional databases).
  • Ability to communicate effectively, both verbally and in writing.Ability to work independently while handling multiple priorities and deadlines.
  • Comprehensive knowledge of federal and state leave laws as well as client leave policies required
  • Excellent leadership and communication skills.
  • Customer service oriented with the ability to handle emotionally charged situations.
  • Experience developing or delivering training content a plus.
  • Must possess excellent analytical, troubleshooting and problem-solving skills; sense of urgency, responsiveness and judgment to make effective decisions.
  • Willing to learn new technical, business and system skills.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct